Level: Beginner
This presentation will examine the satisfaction of visitors to local government counter services through a questionnaire survey. Specifically, a multi-group questionnaire survey will be conducted based on Takahashi and Kawasaki (2019), and the results will be analyzed using JMP. The main purpose of the presentation is to present an example of the application of satisfaction survey research in the administrative field.
This study focuses on counter services among the services provided by local governments and statistically examines factors that affect satisfaction. Referring to Mansor & Razali (2010), three groups of factors are assumed: the hard aspects of the branch office (physical aspects such as the building), the soft aspects (the attitude of staff, etc.), and the service (the administrative service itself). The study was conducted at the Kurose branch office in Higashihiroshima City for six days from August 24, 2020 (the number of cases was 240). A self-administered questionnaire survey was administered to visitors who visited the counter and completed their business. The survey form is four pages long. In this presentation, I would like to present to researchers and practitioners an example of a satisfaction survey in the field of administrative studies and a statistical analysis using JMP.
(References)
Mansor, N., & Razali, CHCM (2010). Customers' Satisfaction towards Counter Service of Local Authority in Terengganu, Malaysia. Asian Social Science, 6(8), 197.
Takahashi, Takenori and Kawasaki, Masaru (2019) Questionnaire Surveys and Virtual Experiments: Understanding and Improving Customer Satisfaction, Japan Scientists and Engineers.
Noda, Yu (2013) Research on Citizen Satisfaction, Nippon Hyoronsha.
Graduated from Kyushu University Faculty of Law in 2001. Completed doctoral studies at Kyushu University Graduate School of Law in 2007. Obtained a PhD in Law from Kyushu University in 2008. After working as an assistant professor at Kyushu University Graduate School of Law, he is currently an associate professor at Hiroshima University Graduate School of Human and Social Sciences and Faculty of Law. His subjects are public administration and comparative local government studies. Within public administration, he is conducting research on policy evaluation and administrative evaluation.
*As a substitute for handouts, we have posted bibliographic information for the following preprints (manuscripts before peer review).
Moteki, Y. (2020). A questionnaire survey on customer satisfaction with services at branch offices of Higashihiroshima City in Hiroshima
prefecture: Focusing on office hardware, customer service provided by counter officers, and service delivery quality. Advance. Preprint.
https://advance.sagepub.com/articles/preprint/A_questionnaire_survey_on_customer_satisfaction_with_services_at_branch_offices_of_Higashihiroshima_City_in_Hiroshima_prefecture_Focusing_on_office_hardware_customer_service_provided_by_counter_officers_and_service_delivery_quality/13072997/1
